Technical Support Owner, Business Operations
Bangalore, India
6d ago

Business Summary

The most advanced companies in the world turn to VMware to manage, grow and transform their business. When you work here, you’re connected to a global community of innovative, empowered employees working together to solve the most critical business & technology challenges.

VMware Cloud Provider Software Business enables 4500+ cloud providers to create, deploy and manage cloud services worldwide.

Our products and solutions, provided as part of a subscription-based VMware Cloud Provider Platform, enable these cloud providers to create a variety of native and hybrid cloud services that help end customers extend their data centers into the cloud.

Job Role and Responsibilities

Located at VMware offices in Bangalore, India, this person will be a part of the Business Operations team in VMware’s Cloud Provider Software Business Unit (CPSBU).

The person will work collaboratively with VMware product, support and IT organizations as well as 3rd parties to drive results.

Specifically, the Technical Support Owner for Business Operations will own resolution of partner support issues including triaging, problem re-creation and resolution.

In addition, the person will support the roll-out of new services.

  • Own the day to day activity of supporting VMware Commerce Portal (a SaaS platform) including case management, triaging and closure
  • Work closely with PM, Support, Aggregator, Sales, Eng. and external VMware channel partners as part of a support model
  • Collaborate with internal and external teams as needed in E2E testing activities as part of New Service / Product Introduction (NSI / NPI)
  • Influence Commerce Portal roadmap, including features needed to improve operational efficiency
  • Responsible for administrative activities such as SKU set up and partner master data management
  • Represent the team in cross functional support calls and drive to closure various cross-functional production issues
  • Own the repeatable processes required for SOX compliance
  • Provide service support by participating in regular on-call shifts responding to service issues
  • Develop and maintain clear and effective operations tools such as automated responses and playbooks
  • Requirements

  • BS in Computer Science or related technical field, or equivalent industry experience
  • Solid functional knowledge of commerce concepts of SaaS offerings including Contract Life Cycle Management and monthly billing
  • Prior exposure to ERP constructs such as EBS OM, AR, AP, GL, etc. desirable
  • Hands on knowledge of RDBMS concepts and querying skills (exposure to MYSQL preferred but not a must)
  • Expertise in managing / debugging and operating a REST API bed (interface)
  • Strong communication and interpersonal skills
  • Basic understanding of AWS and S3 needed to help with triage and provide support
  • Past experience of having supported SaaS applications in a follow the sun model at a global scale
  • Experience with Change Management processes and functions
  • Most importantly Have a cool head!! This is a high-pressure role with demanding stakeholders and aggressive timelines.
  • The only way to be effective is to keep a calm head, and execute on deliverables

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